If only AC could do this: customer oriented improvements (imagine...)
Oct 8, 2013, 3:30 pm
#1
Original Poster
Join Date: Apr 2000
Location: Mississauga Ontario
Posts: 4,103
If only AC could do this: customer oriented improvements (imagine...)
There is likely a thread about this, and I tried searching for "dragon" in terms of the MLL .....
But maybe this is worthy of a new thread.
I find most entrances to the MLL to be met with sullen, dispirited, just not very friendly AC staff (see "dragon" above).
Today, I got into the F wing UA lounge (the new one upstairs). The two staff at the front desk before the escalator were friendly! Full of smiles! Commented that it was the "2nd 100K we've had from Air Canada in the last hour!" They noticed the MM on my boarding pass. They were pleasant, smiling ...
And actually said, "we appreciate your business!"
They work for United. Not AC.
Wow.
I really don't fall prey to this type of stuff since all I do is travel, but I was a bit shocked.
Lounge staff at an airport being nice? Being nice to Air Canada pax when we are in a UA lounge? Really?
Imagine if AC could do this.
Nah.
Never mind. Back to sullen, sour....
But maybe this is worthy of a new thread.
I find most entrances to the MLL to be met with sullen, dispirited, just not very friendly AC staff (see "dragon" above).
Today, I got into the F wing UA lounge (the new one upstairs). The two staff at the front desk before the escalator were friendly! Full of smiles! Commented that it was the "2nd 100K we've had from Air Canada in the last hour!" They noticed the MM on my boarding pass. They were pleasant, smiling ...
And actually said, "we appreciate your business!"
They work for United. Not AC.
Wow.
I really don't fall prey to this type of stuff since all I do is travel, but I was a bit shocked.
Lounge staff at an airport being nice? Being nice to Air Canada pax when we are in a UA lounge? Really?
Imagine if AC could do this.
Nah.
Never mind. Back to sullen, sour....
Oct 8, 2013, 4:31 pm
#3
Join Date: Sep 2009
Location: YYZ
Programs: AC SE MM, Bonvoy Plat, Hilton G,Nexus, Amex MR Plat,IHG Plat
Posts: 4,423
There is likely a thread about this, and I tried searching for "dragon" in terms of the MLL .....
But maybe this is worthy of a new thread.
I find most entrances to the MLL to be met with sullen, dispirited, just not very friendly AC staff (see "dragon" above).
Today, I got into the F wing UA lounge (the new one upstairs). The two staff at the front desk before the escalator were friendly! Full of smiles! Commented that it was the "2nd 100K we've had from Air Canada in the last hour!" They noticed the MM on my boarding pass. They were pleasant, smiling ...
And actually said, "we appreciate your business!"
They work for United. Not AC.
Wow.
I really don't fall prey to this type of stuff since all I do is travel, but I was a bit shocked.
Lounge staff at an airport being nice? Being nice to Air Canada pax when we are in a UA lounge? Really?
Imagine if AC could do this.
Nah.
Never mind. Back to sullen, sour....
But maybe this is worthy of a new thread.
I find most entrances to the MLL to be met with sullen, dispirited, just not very friendly AC staff (see "dragon" above).
Today, I got into the F wing UA lounge (the new one upstairs). The two staff at the front desk before the escalator were friendly! Full of smiles! Commented that it was the "2nd 100K we've had from Air Canada in the last hour!" They noticed the MM on my boarding pass. They were pleasant, smiling ...
And actually said, "we appreciate your business!"
They work for United. Not AC.
Wow.
I really don't fall prey to this type of stuff since all I do is travel, but I was a bit shocked.
Lounge staff at an airport being nice? Being nice to Air Canada pax when we are in a UA lounge? Really?
Imagine if AC could do this.
Nah.
Never mind. Back to sullen, sour....
Also wish that AC would follow UA lead with staff checking BP/status cards and another counter where they help with travel (seat changes, IROPs, etc). Much better than the congestion at times at MLL entrances.
Oct 8, 2013, 4:59 pm
#6
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,804
AC customer-oriented? Dream on. We are the enemy.
Perhaps not the view at the top, but the view permeating corporate culture, especially at mid-management level. And they seem to have regained influence at the top, as the recent announcements show.
Perhaps not the view at the top, but the view permeating corporate culture, especially at mid-management level. And they seem to have regained influence at the top, as the recent announcements show.
Oct 8, 2013, 5:08 pm
#8
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,325
I actually think I've had more dragon-like behaviour from UA than AC.
I think it just really depends on the mood of the agent when you enter.
I think it just really depends on the mood of the agent when you enter.
Oct 8, 2013, 5:17 pm
#9
Join Date: Mar 2012
Location: YYC
Programs: AC SE100K, Marriott Plat, Aeroplan dDiamond
Posts: 364
I've had UC in SEA and SFO guys (both middle aged men) not even say a word other than to hand me sign-up sheet (I was using Priority Pass).
Worst lounge experience I've had in past year was UC in ORD B concourse, absolute zoo, staff looked stressed and zero space available.
Oct 8, 2013, 5:30 pm
#10
Join Date: Mar 2012
Location: LGA
Programs: DL DM, UA Gold, Marriott Plat Prem., Hilton Gold, National Exec Elite.
Posts: 2,533
You've obviously never met the gorgeous gal at YUL, who often works the cross-border lounge. She doesn't look a day older than 40, but has been married 35 years, and is the sweetest gal you'll ever meet.
Other than the one gal at YYZ, I've never really had a problem with the dragons. The YYZ one flipped out at me twice when I went in to the lounge with a US connection knowing full well that it would take 30 min for my suitcase to get there, but boy oh boy did that get her angry. UA agents aren't bad IME, but they aren't as friendly as the US ones.
Other than the one gal at YYZ, I've never really had a problem with the dragons. The YYZ one flipped out at me twice when I went in to the lounge with a US connection knowing full well that it would take 30 min for my suitcase to get there, but boy oh boy did that get her angry. UA agents aren't bad IME, but they aren't as friendly as the US ones.
Oct 8, 2013, 7:38 pm
#11
Join Date: Dec 2009
Location: YYC - not the centre of the universe
Programs: AC*S100K 1MM, LH FTL, Hyatt Globalist, Accor Plat
Posts: 4,768
Really depends. Lounge agents in YYC are all super great. They see me somewhere on a list, and they're waiting for me with a fin number and all details.
Today there was an error with my booking so the agent called the concierge, fixed it, proactively. ^^^^^^
Today there was an error with my booking so the agent called the concierge, fixed it, proactively. ^^^^^^
Oct 8, 2013, 10:01 pm
#13
Join Date: Sep 2011
Location: Ideally YOW, but probably not
Programs: AC SE*MM
Posts: 1,826
Yeah, I'm sitting in the UA lounge in SEA right now and they all have the same crappy food.
But the person at checkin was super nice, and I can sit here and look at the UA app on my phone and see where my inbound flight is and I got comped E+. So really I can put up with an inferior beer and some cheese and crackers for a couple of hours in exchange for a much more transparent experience and free leg room.
However the inbound is late (damn you EWR) so if I miss my connection in ORD in the morning I'll be much more bitter
But the person at checkin was super nice, and I can sit here and look at the UA app on my phone and see where my inbound flight is and I got comped E+. So really I can put up with an inferior beer and some cheese and crackers for a couple of hours in exchange for a much more transparent experience and free leg room.
However the inbound is late (damn you EWR) so if I miss my connection in ORD in the morning I'll be much more bitter
Oct 8, 2013, 10:23 pm
#14
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,325
Yeah, I'm sitting in the UA lounge in SEA right now and they all have the same crappy food.
But the person at checkin was super nice, and I can sit here and look at the UA app on my phone and see where my inbound flight is and I got comped E+. So really I can put up with an inferior beer and some cheese and crackers for a couple of hours in exchange for a much more transparent experience and free leg room.
However the inbound is late (damn you EWR) so if I miss my connection in ORD in the morning I'll be much more bitter
But the person at checkin was super nice, and I can sit here and look at the UA app on my phone and see where my inbound flight is and I got comped E+. So really I can put up with an inferior beer and some cheese and crackers for a couple of hours in exchange for a much more transparent experience and free leg room.
However the inbound is late (damn you EWR) so if I miss my connection in ORD in the morning I'll be much more bitter
Oct 8, 2013, 10:32 pm
#15
Join Date: Nov 2011
Location: ATH/YYZ/TUS/BNE
Programs: AC*SE , DL, AA, VS
Posts: 154
If only AC could do this: customer oriented improvements (imagine...)
It may be just me, but I've never been met with rudeness at ANY AC lounge anywhere. Last time at YYZ had the girl read my name on the BP, realize I'm Greek, and hit me with the mother tongue. Turns out the other gal is Greek too... And the three of us just shot the .... in Greek for a while. Loved it! I've also never been met with anything but smiles at any UA lounges either. I figure if you walk in the lounges with a smile, you will get greeted with a smile. If you walk in acting removed and entitled then perhaps you won't get the warmest welcome.
Only rudeness I've ever dealt with was at an OS lounge in VIE.
Only rudeness I've ever dealt with was at an OS lounge in VIE.